Director, Service Delivery

About the Role

Key Responsibilities

• Lead and develop Service Delivery teams to achieve operational, customer, and business objectives.
• Foster a proactive and customer-focused approach that maximises the value customers receive from delivered services.
• Develop and implement service delivery strategies that are efficient, scalable, and aligned with business goals.
• Create service delivery models that promote an outstanding customer experience.
• Drive automation initiatives through the adoption of AI, Machine Learning, and Robotic Process Automation (RPA) technologies.
• Minimise commercial risk and exposure across projects and programmes through effective governance and leadership.
• Partner with Service Delivery leaders to ensure consistent processes, systems, and customer experiences across regions.
• Ensure effective management of project planning, change management, scope control, risk management, and service delivery governance.
• Maintain effective customer escalation paths and ensure services are delivered on time and within agreed scope.
• Build strong relationships with customers and internal stakeholders to support successful project and programme delivery.
• Drive continuous improvement initiatives that enhance operational performance and customer outcomes.
• Establish and monitor key performance indicators that measure service delivery effectiveness and customer satisfaction.
• What We're Looking For
• Leadership experience managing large-scale teams.
• 5 - 10 years’ experience in the IT industry with 5 years management experience.
• 5 years’ experience working with an international customer base and personnel.
• 5 years’ experience with connectivity services and SDWAN/security (Minimum 2 years).
• Proven leadership and management skills with direct Service Delivery experience.
• Demonstrated ability to perform effectively under pressure while making informed decisions and managing escalations.
• Proven experience handling senior-level customer relationships and complex customer escalations.
• Ability to motivate teams and build strong cross-functional relationships across global organisations.
• Proven knowledge of process improvement and automation within delivery and operational environments.
• Proven track record of driving positive organisational change through continuous improvement initiatives.
• Experience developing, implementing, and managing Key Performance Indicators (KPIs).
• Proven experience managing remote teams and leading organisational change.
• Strong understanding of Project Management practices and delivery governance.
• Proven experience managing budgets and operational costs.
• Knowledge of AI, Machine Learning, and Robotic Process Automation (RPA) technologies within service delivery environments.
• Strong understanding of telecommunications platforms, technologies, and service delivery models.
• Excellent written, verbal, presentation, and stakeholder management skills.
• Normal Office Hours. Remote with flexibility to travel as and when required for customer/team meetings.
• Why Join GTT?
• At GTT, you’ll join a global, collaborative culture built around ownership, customer focus and continuous learning.
• Adaptive mindset: We meet change head-on to build the capabilities we need now. We take personal ownership of our professional development to keep pace with change and actively drive it.
• Collective impact: We treat innovation as a team sport, working powerfully together to create extraordinary impact. We collaborate openly and with a shared purpose and amplify our unique human strengths to solve complex challenges that technology alone cannot.
• Customer ownership: We own our customers’ success, whether an internal stakeholder or an external client. We take full accountability, anticipate their needs and create smooth experiences to build trust with every touchpoint. In an automated world, personal ownership is GTT’s competitive edge.
• You’ll have the opportunity to make a visible impact, grow your career and help shape how GTT delivers value to enterprise customers worldwide.
• #LI-RD1 #LI-Remote

Essential Experience

Hours / Travel / Shift

Qualifications

• Essential Experience
• Leadership experience managing large-scale teams.
• 5 - 10 years’ experience in the IT industry with 5 years management experience.
• 5 years’ experience working with an international customer base and personnel.
• 5 years’ experience with connectivity services and SDWAN/security (Minimum 2 years).
• Proven leadership and management skills with direct Service Delivery experience.
• Demonstrated ability to perform effectively under pressure while making informed decisions and managing escalations.
• Proven experience handling senior-level customer relationships and complex customer escalations.
• Ability to motivate teams and build strong cross-functional relationships across global organisations.
• Proven knowledge of process improvement and automation within delivery and operational environments.
• Proven track record of driving positive organisational change through continuous improvement initiatives.
• Experience developing, implementing, and managing Key Performance Indicators (KPIs).
• Proven experience managing remote teams and leading organisational change.
• Strong understanding of Project Management practices and delivery governance.
• Proven experience managing budgets and operational costs.
• Knowledge of AI, Machine Learning, and Robotic Process Automation (RPA) technologies within service delivery environments.
• Strong understanding of telecommunications platforms, technologies, and service delivery models.
• Excellent written, verbal, presentation, and stakeholder management skills.
• Hours / Travel / Shift
• Normal Office Hours. Remote with flexibility to travel as and when required for customer/team meetings.
• Why Join GTT?
• At GTT, you’ll join a global, collaborative culture built around ownership, customer focus and continuous learning.
• Adaptive mindset: We meet change head-on to build the capabilities we need now. We take personal ownership of our professional development to keep pace with change and actively drive it.
• Collective impact: We treat innovation as a team sport, working powerfully together to create extraordinary impact. We collaborate openly and with a shared purpose and amplify our unique human strengths to solve complex challenges that technology alone cannot.
• Customer ownership: We own our customers’ success, whether an internal stakeholder or an external client. We take full accountability, anticipate their needs and create smooth experiences to build trust with every touchpoint. In an automated world, personal ownership is GTT’s competitive edge.
• You’ll have the opportunity to make a visible impact, grow your career and help shape how GTT delivers value to enterprise customers worldwide.